CRM trends 2014: Insights from the ICMI

In 2014, IT experts say that one of the key CRM industry priorities will be creating stellar customer experiences. According to expert Sarah Stealey Reed, the content director at the International Customer Management Institute, this new emphasis on customer experience management (CEM) "really needs to resonate throughout the entire organization, not just the contact center." Reed predicts that entire companies will be devoted to nurturing and managing CEM technologies and core principles. It will no longer be the sole province of service associates to ensure customer satisfaction.

For more on 2014 CRM trends:

Contact center outsourcing trends 2014

Predicting CRM trends in 2014 and beyond

She also discussed the six most important CRM trends of 2014 that the ICMI has identified: understanding the customer journey, the power of the emerging channels, the need for actionable data, the impact of proactive engagement, the rebalancing of customer and company and making life easier for agents.

Reed discussed how the ICMI's leadership would like the contact center space to evolve in 2014, the need for nonvoice channels of contact like email and chat, and other ways to delve into CRM trends for 2014.


This was first published in January 2014

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